Customer Operations Oversight Associate

Goldman Sachs; Dublin; On-site; EUR 65,000 - 90,000; Full time

Benefits offered by this job

Healthcare benefits

Generous vacation policy

Financial wellness programs

On-site health centers

Job summary

Goldman Sachs is seeking an Operations Oversight Associate in Dublin to support governance, oversight, and performance monitoring of the centralised call centre and support teams. You will monitor operational performance, raise risks, and provide governance support to ensure positive customer outcomes.

You will work closely with the Head of Delivery, help sign off on processes, and contribute to projects aimed at enhancing customer journeys and organisational effectiveness.

Qualifications

• 3+ years of experience in retail banking.
• Excellent interpersonal, organizational, verbal and written communication.
• Demonstrated experience in customer journeys and operational procedures.
• Ability to develop strong relationships with key stakeholders across the organisation.
• Strong time management skills, ability to meet deadlines in a dynamic environment.
• Desire to continually learn and thrive in a fast-paced, startup environment.

Responsibilities

• Report to the Head of Delivery and support the Delivery centre's effectiveness.
• Provide oversight and governance of the contact centre experience and frameworks.
• Monitor and report on operational performance against service targets.
• Identify opportunities to improve customer journeys and organisational efficiency.
• Provide governance support for complex customer escalations and sign-off on resolutions.
• Review and approve processes, policies and talking points for the centralised call centre.
• Act as a senior escalation point for complaints.
• Lead or contribute to projects as directed by management.

Skills

Interpersonal skills

Organizational skills

Verbal communication

Written communication

Stakeholder relationships

Time management

Adaptability

Job description

Goldman Sachs is seeking an Operations Oversight Associate in Dublin to support governance, oversight, and performance monitoring of the centralised call centre and support teams. You will monitor operational performance, raise risks, and provide governance support to ensure positive customer outcomes.

You will work closely with the Head of Delivery, help sign off on processes, and contribute to projects aimed at enhancing customer journeys and organisational effectiveness.